A career for those who
want to work hard and play hard.

Roles & Responsibilities

Phone Support:

  • Coordinate customer inquiries and requests for our Naperville and Chicago locations.
  • Answer the majority of incoming calls and disperse them accordingly.
  • Identify clients based on territory, account owner/lead engineer, or appropriate resource.
  • Gather important information from contacts regarding IT issues.
  • Communicate with technical team members about their availability to service customers and follow proper protocols.
  • Use RingCentral tool to navigate and triage calls.

Ticket Management:

  • Utilize Autotask, our primary tool for managing customers’ technical support tickets, employee time entry, and client information.
  • Assist the Operations Manager with:
  • Forwarding tickets to the appropriate Engineers.
  • Scheduling onsite visits for engineers and updating the calendar with changes.
  • Providing documentation support for Engineers.
  • Reviewing queues and following up with Engineers and Account Owners.
  • Adding new contacts and updating current contact information in Autotask per client request.
  • Reviewing project budgets and updating Account Owners accordingly.
  • Cleaning up and following up on past due or completed tickets in Autotask.

Create tickets from the Black Line Support Mailbox and call-ins:

  • Follow proper protocols for tickets coming in via the BL support mailbox and calls.
  • Process incoming tickets from the client portal and email and distribute them accordingly.

Create tickets from the Black Line Support Mailbox and call-ins:

  • Create tickets from support emails.
  • Move support request emails to the public folder.
  • Distinguish actual requests from junk emails.
  • Provide security awareness training on suspicious/spam email requests.
  • Seek clarity from Operations when needed.

Engineer Assistance/Support:

  • Follow up on ticket disbursement and timing of action items.
  • Communicate the level of urgency on requests when required.
  • Remind engineers of time entry and ensure proper ticket creation for time entry purposes.
  • Provide ticket status updates and communicate client changes on request.
  • Update onsite schedules and provide any information to the team on availability.

Assistance to MSO/Operations:

  • Perform possible administrative tasks and requests.
  • Assist with writing policies and procedures.
  • Maintain and order office and kitchen supplies within the provided budget.
  • Transfer sales notes to appropriate Prospect or Client folders.
  • Assist the Operations Manager with monthly contract updates and new client onboarding tasks, including appropriate paperwork and coordination.
  • Provide administrative support to the Accounting Manager with A/R tasks, such as updating the payment portal and Autotask when client payments arrive.
  • Assist with procurement tasks, including checking in equipment on arrival.
  • Distribute mail and packages.
  • Greet visitors and schedule appointments, directing them to the proper personnel.

Miscellaneous Responsibilities:

  • Maintain the cleanliness of the kitchen area and organize supplies.
  • Run office errands and drop off equipment at client sites.


  • High school diploma or associate degree in a related field.
  • 2+ years of experience in customer service or a similar role.
  • Excellent communication skills, both verbal and written.
  • Tech-savvy skills to navigate and manage our operational toolsets.
  • Basic knowledge of Microsoft products, including Outlook, Word, PowerPoint, and Excel.
  • Ability to work independently and as part of a team.
  • Detail-oriented with strong organizational and time management skills.
  • Ability to thrive in a fast-paced, dynamic environment.

Preferred Qualifications:

  • Experience with Autotask or similar ticket management systems.
  • Previous experience in a technical support environment with a basic understanding of IT.
  • Additional certifications in customer service or IT support.


  • Communication: Excellent verbal and written communication skills to effectively interact with clients and team members.
  • Customer Service: Strong customer service skills with a focus on providing a high level of service to clients.
  • Organization: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
  • Attention to Detail: High attention to detail to ensure accuracy and completeness in all tasks.
  • Adaptability: Flexibility to adapt to changing business needs and environments.
  • Interpersonal Skills: Strong interpersonal skills to build and maintain positive relationships with clients and team members.
  • Technical Skills: Proficiency in navigating and managing operational toolsets and basic knowledge of IT and technical support systems.
  • Problem Solving: Ability to identify issues, analyze situations, and develop effective solutions.
  • Time Management: Efficiently manage time to meet deadlines and handle multiple tasks simultaneously.
  • Team Collaboration: Ability to work well in a team environment and support team members as needed.

Black Line’s Future

Black Line’s Moonshot is all about our future and what we know we can achieve. We borrowed the term “moonshot” from a speech on space exploration presented by President John Kennedy in 1961. The key to Kennedy’s vision was setting clear, specific goals, with a grand purpose and timeline. His speech and vision was inspirational and gave the nation purpose and direction.

We at Black Line admire the teamwork, dedication, and hard work that went into the collective effort to achieve the first moon landing – so much, in fact that we adopted our own Moonshot – one that will propel Black Line into its future. Is it a lofty goal? Sure. But things worth the effort don’t come easy.

Black Line has 3 primary goals that comprise our Moonshot:

  1. Black Line to be recognized by its employees as the best place to work
  2. Black Line to be the Gold Standard in the SMB market
  3. Black Line to expand into underserved markets as a recognized brand for technology services

These Moonshot goals drive our culture and provide us with a foundation to rely upon throughout our day-to-day and long-term planning.

  • We are always striving to do better and to be This also translates to an environment that values training and development. We look for team members who are intellectually curious, have a growth-mindset, and take initiative when it comes to their professional development. We want to continuously enhance the services we provide to our customers by bringing our ever-evolving talents into their solutions.
  • We are highly focused on our team members’ experiences by ensuring that they are clear in their responsibilities, equipped, guided, and values throughout their journeys at Black Line.
  • Cross-departmental collaboration is one of the keys to our success and leads to operational efficiency; our team is at our best when we work together while also operating with a sense of self-management and accountability.
  • Our customers and the relationships we commit to building with them is essential for us to service them as a true partner. We care about our clients, and we strive to transform their lives and enable their business to succeed through technology.

Our Values Make Us Different

At Black Line, we don’t just have values, we live values. Candidates who embody these values will not go unnoticed.

We value our team and their contributions.

  • We are happy to come to work. Every team member looks forward to the day, to doing their job, enjoys relationships with other team members, and enjoys the tasks they are called to do. Work is not a chore but an opportunity for doing something unique and finding satisfaction in a day well spent. Even is the work is not always glamorous, we attack it with gusto anyway.
  • We are happy to leave. This is work/life balance in action, looking forward to leaving work and rejoining our friends, family, and community. Re-engaging with those people we care about and engaging in those things that we enjoy most. We value the opportunity to maintain control over our personal life and activities outside of work.
  • We are hungry to excel. We engage the people around us in open and mutually beneficial ways, having pride in our work that translates into difference-making solutions. We spread the knowledge we have gained, seeking better ways to do things, and taking steps to make those things happen.
  • We are humble to learn. We thrive on having a “student’s mind” as we eagerly look for opportunities to learn and grow in our profession and life. We are creative, inquisitive, experimental, and always developing skills and learning with purpose. Technology is always changing, and each team member understands their knowledge is not complete without openness and positivity.
  • We care for our team and our clients. We work until completion, not leaving a job half-done, making sure the client is operational and the team is not left vulnerable or having to carry the load of others. We are leaders that “uplift” other Team Members, influencing them in a positive and constructive ways.

Apply Now

Are you ready to experience IT differently?

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We start with a conversation to deeply understand your wants and needs. Only by truly diving into discovery can we uncover the best solutions.